Support Operations Manager

Job Title: Support Manager 

Position Overview  

To be responsible for the management of the Support team, ensuring the highest possible standards of Customer service and support, manging updates and upgrades to Customer products,  Customer communications manage risk and ensure itas meets its customer SLA and  success stories targets.  

Provide weekly updates and overviews of the support team to senior leadership and provide updates in team meetings when required. Building and managing relationships with partners to ensure we offer support well and liase with third parties where required. Working with the wider team to resolve Customer issues and develop out products and services. Running a high quality support function, developing our support talent and building a development path that overs both technical and soft skills. 

Regular one-to-ones with their team members, checking in on both personal & work issues or concerns as well as managing their ongoing development. Creating a culture of success whilst maintaining great relationships with team members to maximize happiness and productivity within the product team. 

Requirements 

Knowledge of: 

• Experience as a team leader or supervisor
• In-depth knowledge of running a software support function
• Understanding of Customer satisfaction metrics and customer risk management
• Experience of Sage product suite particularly Sage 50, Sage Intacct, or Sage 200 desirable
• Ability to think logically, investigate issues and be proactive in seeking innovative solutions.

In addition, you should also have: 

• Excellent communication and leadership skills

• Organizational and time-management skills

• Decision-making skills

• Ability to have difficult conversations with customers/staff when required

• Friendly telephone manner

• Excellent written and verbal communication

• Ability to develop, build and maintain customer relationships

• Time management skills

• Great attention to detail

• Ability to use Microsoft product suite including Excel, Work & Outlook

• Willing and able to attend software training courses around the country/remotely as required

• Full clean UK Driver's License and own transport

Key Job Functions 

• Oversee day-to-day operation of support

• Create an inspiring team environment with an open communication culture

• Ensure the team are effectively working and completing tickets within SLA and in line with KPI

• Ensure the team are delivering high quality customer support and training

• Effectively reviewing CSAT, performance and reporting metrics to the senior management team and key stakeholders

• Working with the team to improve processes and optimise customer service process

• Manage, maintain and improve support internal documentation and Customer facing guides and knowledge articles

• Identify, build and develop ways to improve our uniqueness as a business partner

• Work with the marketing team to develop customer content for our website and for customer training

• Review current ticketing platform and make recommendations for improvement

• Review and launch customer facing ticketing and knowledge portal

• Develop and deliver a support analyst education programme

• Manage recruitment and onboarding of new team members

Our Offer 

• 23 days holiday plus public holidays, increasing with service

• Company pension

• Health cash plan to contribute towards health care costs such as dentist, optician and prescriptions for employee and their dependants

• 4 x salary life insurance

• Staff discounts scheme with discounts and cashback offers at many retailers including some supermarkets

• Free tea and coffee

• Social events

• Hybrid working (3 office / 2 home)

Join the Team! 

This is a permanent position, full time. If you have any questions, feel free to reach out to hr@itassolutions.co.uk 

Please note that salaries are individual. Years of experience, industry knowledge, degree etc. all have an impact on salaries. 

ITAS is an equal-opportunity employer and embraces diversity and inclusion. 

Job Types: Full-time, Permanent 

Salary: Dependent on experience

Schedule: Monday to Friday